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The most effective leaders are all alike in one crucial way: they all have a high degree of what has come to be known as emotional intelligence. It’s not that IQ and technical skills are irrelevant. They do matter, but they are the entry-level requirements for executive positions. Emotional intelligence is absolutely necessary in leadership.

For any company, its customers are its priority. It is very crucial to master a few customer service skills that will drastically improve customer service representatives interactions with their customers. A happy, satisfied customer is likely to return and/or tell others about the good experience that they had when dealing with your company. Here are

Viewing every interaction as an opportunity ensures that we are always bringing our “A” game, and perpetually positioning ourselves for success.  It ensures that every customer feels important, and that their personal needs are being met, thus creating a great experience for both parties. So the big question then becomes “how do we ensure that

Customer experience design is not about scripting your people, or prescribing exact behaviors at every point. It’s about creating the right environment, with the right ‘back-stage’ support and technology and then enabling your people to facilitate an experience that will be valued by your customers. There is a concept called ‘Loose/Tight’. Most organizations are very

WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver. You are not

Customer complaints are inevitable in Customer Service, technology might fail, a overlooked issue might rear its head, there’s bound to be one problem or the other. The complaining customer represents a huge opportunity for more business. Here are 5 types of Complainers & How to Respond: The Meek Customer – Generally, will not complain. Response:

Empathy is the art of seeing the world as someone else sees it. When you have empathy, it means you can understand what a person is feeling in a given moment, and understand why other people’s actions made sense to them. Without empathy and focus, you’ll never be able to communicate effectively and relate well